Cross‐national assessment of service quality in the telecommunication industry: evidence from the USA and Germany
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 October 2001
Abstract
The successful standardization of service quality in the telecommunication industry across multiple nations demands, as a precondition, that the countries in question expose similar service quality dimensions and that the importance of these dimensions to overall satisfaction with the service is also similar. Investigates if these conditions are met in the telephone services sector of the telecommunication industry in the USA and Germany. Confirmatory factor analysis results of various alternative dimensionalities provide the best support for a five‐dimensional conceptualization in both countries. However, the two countries differ in their respective importance evaluations of particular service quality dimensions, which make it difficult to provide a standardized service quality solution. Briefly discusses implications of these results in terms of effective service quality design and delivery for global competitiveness.
Keywords
Citation
Leisen, B. and Vance, C. (2001), "Cross‐national assessment of service quality in the telecommunication industry: evidence from the USA and Germany", Managing Service Quality: An International Journal, Vol. 11 No. 5, pp. 307-317. https://doi.org/10.1108/EUM0000000005904
Publisher
:MCB UP Ltd
Copyright © 2001, MCB UP Limited